Service compliance enforcement using user activity monitoring and work request verification

ABSTRACT

Auditing system logs of a remote client device is provided. Login session information entered at a workstation device accessing the remote client device to perform an activity associated with a work request is received. An access token is generated based on the login session information and information associated with the work request on the remote client device. The access token is compared with an audit log report of the remote client device that includes the activity associated with the work request performed by the workstation device on the remote client device. It is determined whether information in the access token matches information in the audit log report of the remote client device. In response to determining that the information in the access token does not match the information in the audit log report of the remote client device, an action alert is sent.

BACKGROUND

1. Field

The disclosure relates to a computer implemented method, data processingsystem, and computer program product for controlling point in timeaccess to a remote client device and auditing system logs of the remoteclient device to determine whether monitored user activity on the remoteclient device associated with a work request was in compliance with oneor more regulations.

2. Description of the Related Art

Network security is becoming more and more important as businesses,governmental agencies, medical institutions, financial institutions, andeducational institutions spend more and more time connected online toprovide services to individuals. Network security consists ofprovisions, policies, regulations, and laws designed to prevent andmonitor unauthorized access, misuse, or modification ofnetwork-accessible resources. Network security is the authorization ofaccess to resources within a network. Typically, users are assigned anidentification (ID), such as a user name, and a password that allows theusers access to the network-accessible resources on a network withintheir security level clearance. In other words, network security securesthe network by protecting and monitoring operations being performed onnetwork-accessible resources.

SUMMARY

According to one embodiment of the present invention, a method forauditing system logs of a remote client device is provided. A dataprocessing device receives login session information entered at aworkstation device accessing the remote client device via a network toperform an activity associated with a work request on the remote clientdevice. The data processing device generates an access token based onthe login session information entered at the workstation deviceaccessing the remote client device to perform the activity associatedwith the work request and the information associated with the workrequest on the remote client device. The data processing device comparesthe generated access token based on the login session informationentered at the workstation device accessing the remote client device toperform the activity associated with the work request and theinformation associated with the work request on the remote client devicewith an audit log report of the remote client device that includes theactivity associated with the work request performed by the workstationdevice on the remote client device. The data processing devicedetermines whether information in the generated access token matchesinformation in the audit log report of the remote client device. Inresponse to determining that the information in the generated accesstoken does not match the information in the audit log report of theremote client device, the data processing device sends an action alert.

BRIEF DESCRIPTION OF THE SEVERAL VIEWS OF THE DRAWINGS

FIG. 1 is a pictorial representation of a network of data processingsystems in which illustrative embodiments may be implemented;

FIG. 2 is a diagram of a data processing system in which illustrativeembodiments may be implemented;

FIG. 3 is a diagram of an audit log compliance system in accordance withan illustrative embodiment;

FIG. 4 is a diagram illustrating an example of a work requestverification process in accordance with an illustrative embodiment;

FIG. 5 is a specific example of access token content in accordance withan illustrative embodiment;

FIG. 6 is a specific example of action scenarios in accordance with anillustrative embodiment;

FIG. 7 is a flowchart illustrating a process for collecting informationin an audit log compliance system;

FIG. 8 is a flowchart illustrating a process for generating an accesstoken to audit system log reports of remote client devices by anauditing server device in accordance with an illustrative embodiment;and

FIG. 9A and FIG. 9B is a flowchart illustrating a process forcontrolling access to a remote client device in accordance with anillustrative embodiment.

DETAILED DESCRIPTION

As will be appreciated by one skilled in the art, aspects of the presentinvention may be embodied as a system, method or computer programproduct. Accordingly, aspects of the present invention may take the formof an entirely hardware embodiment, an entirely software embodiment(including firmware, resident software, micro-code, etc.) or anembodiment combining software and hardware aspects that may allgenerally be referred to herein as a “circuit,” “module” or “system.”Furthermore, aspects of the present invention may take the form of acomputer program product embodied in one or more computer readablemedium(s) having computer readable program code embodied thereon.

Any combination of one or more computer readable medium(s) may beutilized. The computer readable medium may be a computer readable signalmedium or a computer readable storage medium. A computer readablestorage medium may be, for example, but not limited to, an electronic,magnetic, optical, electromagnetic, infrared, or semiconductor system,apparatus, or device, or any suitable combination of the foregoing. Morespecific examples (a non-exhaustive list) of the computer readablestorage medium would include the following: an electrical connectionhaving one or more wires, a portable computer diskette, a hard disk, arandom access memory (RAM), a read-only memory (ROM), an erasableprogrammable read-only memory (EPROM or Flash memory), an optical fiber,a portable compact disc read-only memory (CD-ROM), an optical storagedevice, a magnetic storage device, or any suitable combination of theforegoing. In the context of this document, a computer readable storagemedium may be any tangible medium that can contain, or store a programfor use by or in connection with an instruction execution system,apparatus, or device.

A computer readable signal medium may include a propagated data signalwith computer readable program code embodied therein, for example, inbaseband or as part of a carrier wave. Such a propagated signal may takeany of a variety of forms, including, but not limited to,electro-magnetic, optical, or any suitable combination thereof. Acomputer readable signal medium may be any computer readable medium thatis not a computer readable storage medium and that can communicate,propagate, or transport a program for use by or in connection with aninstruction execution system, apparatus, or device.

Program code embodied on a computer readable medium may be transmittedusing any appropriate medium, including but not limited to wireless,wireline, optical fiber cable, RF, etc., or any suitable combination ofthe foregoing.

Computer program code for carrying out operations for aspects of thepresent invention may be written in any combination of one or moreprogramming languages, including an object oriented programming languagesuch as Java, Smalltalk, C++ or the like and conventional proceduralprogramming languages, such as the “C” programming language or similarprogramming languages. The program code may execute entirely on theuser's computer, partly on the user's computer, as a stand-alonesoftware package, partly on the user's computer and partly on a remotecomputer or entirely on the remote computer or server. In the latterscenario, the remote computer may be connected to the user's computerthrough any type of network, including a local area network (LAN) or awide area network (WAN), or the connection may be made to an externalcomputer (for example, through the Internet using an Internet ServiceProvider).

Aspects of the present invention are described below with reference toflowchart illustrations and/or block diagrams of methods, apparatus(systems) and computer program products according to embodiments of theinvention. It will be understood that each block of the flowchartillustrations and/or block diagrams, and combinations of blocks in theflowchart illustrations and/or block diagrams, can be implemented bycomputer program instructions. These computer program instructions maybe provided to a processor of a general purpose computer, specialpurpose computer, or other programmable data processing apparatus toproduce a machine, such that the instructions, which execute via theprocessor of the computer or other programmable data processingapparatus, create means for implementing the functions/acts specified inthe flowchart and/or block diagram block or blocks.

These computer program instructions may also be stored in a computerreadable medium that can direct a computer, other programmable dataprocessing apparatus, or other devices to function in a particularmanner, such that the instructions stored in the computer readablemedium produce an article of manufacture including instructions whichimplement the function/act specified in the flowchart and/or blockdiagram block or blocks.

The computer program instructions may also be loaded onto a computer,other programmable data processing apparatus, or other devices to causea series of operational steps to be performed on the computer, otherprogrammable apparatus or other devices to produce a computerimplemented process such that the instructions which execute on thecomputer or other programmable apparatus provide processes forimplementing the functions/acts specified in the flowchart and/or blockdiagram block or blocks.

With reference now to the figures, and in particular, with reference toFIGS. 1-3, diagrams of data processing environments are provided inwhich illustrative embodiments may be implemented. It should beappreciated that FIGS. 1-3 are only meant as examples and are notintended to assert or imply any limitation with regard to theenvironments in which different embodiments may be implemented. Manymodifications to the depicted environments may be made.

FIG. 1 depicts a pictorial representation of a network of dataprocessing systems in which illustrative embodiments may be implemented.Network data processing system 100 is a network of computers and otherdevices in which the illustrative embodiments may be implemented.Network data processing system 100 contains network 102, which is themedium used to provide communications links between the computers andthe other various devices connected together within network dataprocessing system 100. Network 102 may include connections, such aswire, wireless communication links, or fiber optic cables.

In the depicted example, server 104 and server 106 connect to network102, along with storage unit 108. Server 104 may be, for example, anauditing server device that illustrative embodiments use to audit systemaudit logs of remote client devices to determine whether monitored useractivity on the remote client device associated with a work request wasin compliance with one or more regulations. A work request is a workorder or work instruction that typically is or includes incident,problem, or change ticket information regarding the remote clientdevice. The work request may either be automatically generated by theremote client device, itself, or may be manually generated by a user ofthe remote client device. The work request is used to have an identifiedproblem corrected on the remote client device by an end user on an enduser workstation device via network 102. A regulation may be, forexample, a federal regulation provided by FFIEC or HIPAA. FFIEC is theFederal Financial Institutions Examination Council. FFIEC is a formalinteragency body of the United States government empowered to prescribeuniform principles, standards, and report forms for the federalexamination of financial institutions. HIPAA is the Health InsurancePortability and Accountability Act, which addresses the security andprivacy of healthcare data.

Server 106 may be, for example, a system log management server devicethat receives audit logs from a plurality of remote client devices. Theaudit logs of the remote client devices include the end user workstationdevice activities performed on the remote client devices to correct theproblems associated with the work requests. In addition, the system logmanagement server device may store the audit logs in the form of auditlog reports for each of the plurality of remote client devices. Further,server 104 and server 106 may each represent a plurality of serverdevices.

Storage unit 108 is a network storage device capable of storing data ina structured or unstructured format. The data stored in storage unit 108may be data of any type. Storage unit 108 may be, for example, anincident/problem/change (IPC) ticket database of an IPC system thatstores work request information received from a plurality of remoteclient devices. An IPC system is an information technology (IT) servicemanagement process. A goal of the IPC system IT service managementprocess is to restore “normal service operation” as quickly as possibleand to minimize the impact on business operations when a work request isreceived from a remote client device. Thus, the IPC system IT servicemanagement process ensures that the best possible level of servicequality and availability are maintained. Normal service operation isdefined as a service operation within a service level agreement (SLA).

A service level agreement typically specifies a target level ofoperability of network-accessible resources on remote client devices.When a network-accessible resource, such as a computer hardwarecomponent or a computer software component, located on a remote clientdevice does not meet the specified target level of operability, a workrequest is generated by the remote client device or a user of the remoteclient device. A problem associated with a work request is any event orincident which is not part of the standard operation of a serviceprovided by a remote client device and which causes, or may cause, aninterruption to or a reduction in, the quality of that service.

Clients 110, 112, and 114 also connect to network 102. Client computers110, 112, and 114 may be, for example, network server devices thatprovide IT services, such as financial services or medical services, toindividuals connected to network 102. The financial service may beregulated by FFIEC regulations and the medical service may be regulatedby HIPAA regulations, for example. However, it should be noted thatclient computers 110, 112, and 114 may provide other types of ITservices that may be regulated by other types of regulations. Aregulated IT service is a service that is not available for unrestrictednetwork access. For example, a medical services application may provideonline access to confidential medical history data that is protectedunder HIPAA regulations. Thus, access to and activities performed on aremote client device that stores this confidential medical data must bemonitored and audited to determine whether HIPAA regulations arecomplied with. An activity or task associated with a work requestperformed on a remote client device that stores confidential data maybe, for example, resetting a password, applying a new security patch,configuring a software application, or testing a hardware component.

In the depicted example, server computer 104 provides information, suchas boot files, operating system images, and applications to clientcomputers 110, 112, and 114. Client computers 110, 112, and 114 areclients to server computer 104 and server computer 106. Also, networkdata processing system 100 may include additional server computers,client computers, and other devices not shown.

Program code located in network data processing system 100 may be storedon a computer recordable storage medium and downloaded to a computer orother device for use. For example, program code may be stored on acomputer recordable storage medium on server 104 and downloaded toclient 110 over network 102 for use on client 110.

In the depicted example, network data processing system 100 is theInternet with network 102 representing a worldwide collection ofnetworks and gateways that use the Transmission ControlProtocol/Internet Protocol (TCP/IP) suite of protocols to communicatewith one another. At the heart of the Internet is a backbone ofhigh-speed data communication lines between major nodes or hostcomputers, consisting of thousands of commercial, governmental,educational, and other computer systems that route data and messages. Ofcourse, network data processing system 100 also may be implemented as anumber of different types of networks, such as for example, an intranet,a local area network (LAN), or a wide area network (WAN). FIG. 1 isintended as an example, and not as an architectural limitation for thedifferent illustrative embodiments.

With reference now to FIG. 2, a diagram of a data processing system isdepicted in accordance with an illustrative embodiment. Data processingsystem 200 is an example of a computer, such as server 104 or client 110in FIG. 1, in which computer usable program code or instructionsimplementing processes of illustrative embodiments may be located. Inthis illustrative example, data processing system 200 includescommunications fabric 202, which provides communications betweenprocessor unit 204, memory 206, persistent storage 208, communicationsunit 210, input/output (I/O) unit 212, and display 214.

Processor unit 204 serves to execute instructions for softwareapplications or programs that may be loaded into memory 206. Processorunit 204 may be a set of one or more processors or may be amulti-processor core, depending on the particular implementation.Further, processor unit 204 may be implemented using one or moreheterogeneous processor systems, in which a main processor is presentwith secondary processors on a single chip. As another illustrativeexample, processor unit 204 may be a symmetric multi-processor systemcontaining multiple processors of the same type.

Memory 206 and persistent storage 208 are examples of storage devices216. A storage device is any piece of hardware that is capable ofstoring information, such as, for example, without limitation, data,program code in functional form, and/or other suitable informationeither on a transient basis and/or a persistent basis. Memory 206, inthese examples, may be, for example, a random access memory, or anyother suitable volatile or non-volatile storage device. Persistentstorage 208 may take various forms, depending on the particularimplementation. For example, persistent storage 208 may contain one ormore devices. For example, persistent storage 208 may be a hard drive, aflash memory, a rewritable optical disk, a rewritable magnetic tape, orsome combination of the above. The media used by persistent storage 208may be removable. For example, a removable hard drive may be used forpersistent storage 208.

Communications unit 210, in this example, provides for communicationwith other data processing systems or devices. In this example,communications unit 210 is a network interface card. Communications unit210 may provide communications through the use of either or bothphysical and wireless communications links.

Input/output unit 212 allows for the input and output of data with otherdevices that may be connected to data processing system 200. Forexample, input/output unit 212 may provide a connection for user inputthrough a keyboard, a mouse, and/or some other suitable input device.Further, input/output unit 212 may send output to a printer. Display 214provides a mechanism to display information to a user.

Instructions for the operating system, applications, and/or programs maybe located in storage devices 216, which are in communication withprocessor unit 204 through communications fabric 202. In thisillustrative example, the instructions are in a functional form onpersistent storage 208. These instructions may be loaded into memory 206for running by processor unit 204. The processes of the differentembodiments may be performed by processor unit 204 using computerimplemented instructions, which may be located in a memory, such asmemory 206. These instructions are referred to as program code, computerusable program code, or computer readable program code that may be readand run by a processor in processor unit 204. The program code, in thedifferent embodiments, may be embodied on different physical or computerreadable storage media, such as memory 206 or persistent storage 208.

Program code 218 is located in a functional form on computer readablemedia 220 that is selectively removable and may be loaded onto ortransferred to data processing system 200 for running by processor unit204. Program code 218 and computer readable media 220 form computerprogram product 222. In one example, computer readable media 220 may becomputer readable storage media 224 or computer readable signal media226. Computer readable storage media 224 may include, for example, anoptical or magnetic disc that is inserted or placed into a drive orother device that is part of persistent storage 208 for transfer onto astorage device, such as a hard drive, that is part of persistent storage208. Computer readable storage media 224 also may take the form of apersistent storage, such as a hard drive, a thumb drive, or a flashmemory that is connected to data processing system 200. In someinstances, computer readable storage media 224 may not be removable fromdata processing system 200.

Alternatively, program code 218 may be transferred to data processingsystem 200 using computer readable signal media 226. Computer readablesignal media 226 may be, for example, a propagated data signalcontaining program code 218. For example, computer readable signal media226 may be an electro-magnetic signal, an optical signal, and/or anyother suitable type of signal. These signals may be transmitted overcommunication links, such as wireless communication links, an opticalfiber cable, a coaxial cable, a wire, and/or any other suitable type ofcommunications link. In other words, the communications link and/or theconnection may be physical or wireless in the illustrative examples. Thecomputer readable media also may take the form of non-tangible media,such as communication links or wireless transmissions containing theprogram code.

In some illustrative embodiments, program code 218 may be downloadedover a network to persistent storage 208 from another device or dataprocessing system through computer readable signal media 226 for usewithin data processing system 200. For instance, program code stored ina computer readable storage media in a server data processing system maybe downloaded over a network from the server to data processing system200. The data processing system providing program code 218 may be aserver computer, a client computer, or some other device capable ofstoring and transmitting program code 218.

The different components illustrated for data processing system 200 arenot meant to provide architectural limitations to the manner in whichdifferent embodiments may be implemented. The different illustrativeembodiments may be implemented in a data processing system includingcomponents in addition to, or in place of, those illustrated for dataprocessing system 200. Other components shown in FIG. 2 can be variedfrom the illustrative examples shown. The different embodiments may beimplemented using any hardware device or system capable of executingprogram code. As one example, data processing system 200 may includeorganic components integrated with inorganic components and/or may becomprised entirely of organic components excluding a human being. Forexample, a storage device may be comprised of an organic semiconductor.

As another example, a storage device in data processing system 200 isany hardware apparatus that may store data. Memory 206, persistentstorage 208, and computer readable media 220 are examples of storagedevices in a tangible form.

In another example, a bus system may be used to implement communicationsfabric 202 and may be comprised of one or more buses, such as a systembus or an input/output bus. Of course, the bus system may be implementedusing any suitable type of architecture that provides for a transfer ofdata between different components or devices attached to the bus system.Additionally, a communications unit may include one or more devices usedto transmit and receive data, such as a modem or a network adapter.Further, a memory may be, for example, memory 206 or a cache such asfound in an interface and memory controller hub that may be present incommunications fabric 202.

During the course of developing illustrative embodiments it wasdiscovered that when accessing a remote client device to correct anidentified problem associated with a work request, the accountassociated with the remote client device may be regulated by one or moreregulations. A regulated account is an account that identifies acustomer of the compliance auditing service and the account is regulatedby regulations. The regulations may be, for example, regulationsprovided by state or federal agencies or laws, regulations provided byindependent third party auditors, such as Price Waterhouse Coopers, orregulations provided by the customers, themselves. Thus, monitoring andauditing of privileged user activities on the remote client device tocorrect the identified problem must be performed to determine whethercompliance with the regulations is achieved. A privileged user may be,for example, a system or application administrator.

Compliance of privileged user activities in IT service delivery isrequired to ensure authorization exists for the activities or actionstaken on remote client devices associated with the regulated accounts.An expectation is that the number of regulators requiring thismonitoring and auditing process of regulated accounts will increase. Itis estimated that businesses are currently spending millions of dollarseach year to comply with these regulations. Current regulationcompliance monitoring tools are focused on application users within anorganization and not focused on privileged users in an IT serviceprovider environment. Consequently, significant manual effort isrequired to deploy and run current compliance monitoring tools to meetregulator requirements.

Illustrative embodiments provide a computer implemented method, dataprocessing system, and computer program product for controlling point intime access to a remote client device and auditing system logs of theremote client device to determine whether monitored privileged useractivity on the remote client device associated with a work request wasin compliance with one or more regulations. The remote client device maybe, for example, a remote server device that performs an IT service forcustomers of an enterprise and the IT service is regulated by federalregulations. An auditing server device receives login sessioninformation entered by a privileged user on a workstation deviceaccessing the remote client device via a network to perform an activityassociated with a work request on the remote client device. The auditingserver device receives the login session information from a loginsession recorder device that authenticates the login session informationentered by the privileged user of the workstation device by comparingthe login session information with stored login session information.

The auditing server device retrieves information associated with thework request on the remote client device from an IPC database of an IPCsystem. The IPC database receives the information associated with thework request from the remote client device or a user of the remoteclient device. The auditing server device generates an access tokenbased on the login session information entered by the privileged useraccessing the remote client device to perform the activity associatedwith the work request and the information associated with the workrequest on the remote client device retrieved from the IPC database.

The auditing server device retrieves an audit log report of the remoteclient device that includes the activity associated with the workrequest performed by the workstation device on the remote client device.The auditing server device retrieves the audit log report of the remoteclient device from a system log management server that receives auditlogs from a plurality of remote client devices. The audit log reportincludes activities associated with the work request performed by theworkstation device on the remote client device. In one illustrativeembodiment, the audit log report of the remote client device isretrieved from the system log management server on a predetermined timeinterval basis. In an alternative illustrative embodiment, the audit logreport of the remote client device is retrieved from the system logmanagement server on a real time basis.

The auditing server device compares the generated access token, which isbased on the login session information entered by the privileged useraccessing the remote client device to perform the activity associatedwith the work request and the information associated with the workrequest on the remote client device, with the audit log report of theremote client device, which includes the activity associated with thework request performed by the workstation device on the remote clientdevice. After comparing the generated access token with the audit logreport of the remote client device, the auditing server device thendetermines whether information in the access token matches informationin the audit log report of the remote client device. In response to theauditing server device determining that the information in the accesstoken does not match the information in the audit log report of theremote client device, the auditing server device sends an action alert.The auditing server device sends the action alert via a messaging systemto a monitoring team. The messaging system may be, for example, an emailmessaging system, an instant messaging system, a paging system, avoicemail system, or any combination thereof. In response to theauditing server device determining that the information in the accesstoken matches the information in the audit log report of the remoteclient device, the auditing server device stores an association betweenthe access token and the audit log report of the remote client device asa demonstration of regulation compliance during a regulator audit.

Thus, illustrative embodiments provide a process and mechanism tocapture system administrator activity performed on remote client devicesand then pattern match this captured activity with work requestinformation and login session information contained in an access token.Illustrative embodiments focus on the compliance of the systemadministrator's activities associated with the work request of theremote client device and do not focus on compliance with a service levelagreement (SLA).

With reference now to FIG. 3, a diagram of an audit log compliancesystem is depicted in accordance with an illustrative embodiment. Auditlog compliance system 300 may be implemented in network data processingsystem 100 in FIG. 1, for example. Audit log compliance system 300includes remote client device 302, IPC ticket system 304, end userworkstation 306, login session recorder device 308, auditing serverdevice 310, and system log management server device 312.

Remote client device 302 is a remote server device of an enterprise thatperforms an IT service for customers of the enterprise and the ITservice is regulated by one or more federal regulations or laws. Remoteclient device 302 is located at a premise of the enterprise. Remoteclient device 302 may be, for example, client device 110 in FIG. 1. Whena problem or incident associated with a service level agreement occursin remote client device 302 or a change associated with the servicelevel agreement is required, either remote client device 302 or a userof remote client device 302 sends work request information 314, which isassociated with the problem, incident, or change, to IPC ticket system304. The work request information may include, for example, a ticketidentification number; a type of ticket, such as an incident ticket, aproblem ticket, or a change ticket; a ticket status, such as an openticket status, an approved ticket status, a transferred ticket status, aclosed ticket status, or a completed ticket status; an approvaltimestamp; an approval status, such as an approved status, a pendingstatus, or a rejected status; a name of a privileged user assigned tothe ticket identification; a ticket start timestamp; a ticket endtimestamp; a description of the ticket; a name of an organization thatapproved the ticket identification; and a customer identification numberthat is associated with the remote client device.

IPC ticket system 304 stores work request information 314 in a database,such as storage unit 108 in FIG. 1. In addition, IPC ticket system 304stores a plurality of work requests received from a plurality of remoteclient devices in the IPC ticket database. Also, IPC ticket system 304may include an asset management database that stores inventory data forthe plurality of remote client devices. End user workstation 306 is aworkstation used by the privileged user to access remote client device302 to perform one or more activities or tasks to correct the problemassociated with work request information 314. The privileged user usesend user workstation 306 to retrieve work request information 314 fromthe database in IPC ticket system 304.

Login session recorder device 308 receives login session informationfrom end user workstation 306 to access remote client device 302. Loginsession recorder device 308 authenticates the login session informationentered by the privileged user on end user workstation 306 by comparingthe entered login session information with stored login sessioninformation, such as user name and password. After authenticating thelogin session information entered by the privileged user, login sessionrecorder device 308 grants access to remote client device 302 by enduser workstation 306. In addition, login session recorder device 308sends login session information 316 to auditing server device 310. Loginsession information 316 may include, for example, an internet protocol(IP) address of the workstation device where the privileged user loggedin; a name of the privileged user; a timestamp of the workstation devicewhen the login session information was generated; a first timestamp ofthe remote client device when the privileged user logged in to theremote client device to perform the activity associated with the workrequest; a second timestamp of the remote client device when theprivileged user logged out of the remote client device; a reason toaccess the remote client device; an internet protocol address of theremote client device; and a universal identifier (UID) used to accessthe remote client device.

After the privileged user accesses remote client device 302 to performthe needed activities to correct the problem associated with workrequest information 314, a software agent residing on remote clientdevice 302 monitors and records the privileged user's activities onremote client device 302 in system audit log 318. Remote client device302 sends system audit log 318, which includes the privileged user'sactivities associated with work request information 314 to system logmanagement server 312. System log management server 312 may be, forexample, server 106 in FIG. 1. System log management server 312 is notlocated at an enterprise premise and is a server that manages and storesa plurality of system audit logs of a plurality of remote client devicesin system audit log reports 320. System audit log reports 320 representa system audit log report for each of the plurality of remote clientdevices that sent a system audit log to system log management serverdevice 312.

Auditing server device 310 audits the system audit log reports of aplurality of remote client devices to determine whether monitoredprivileged user activities on the plurality of remote client devicesassociated with work requests were in compliance with regulations.Auditing server device 310 may be, for example, server 104 in FIG. 1.Auditing server device 310 retrieves work request information 314 ofremote client device 302 from IPC ticket system 304. It should be notedthat auditing server device 310 may retrieve all of the informationincluded in work request information 314 or may only retrieve a portionof the information included in work request information 314. Auditingserver device 310 generates access token 324 based on login sessioninformation 316 and work request information 314.

Auditing server device 310 also retrieves system audit log report 322 ofremote client device 302. System audit log report 322 includes theprivileged user's activity associated with work request information 314performed on remote client device 302. Auditing server device 310retrieves system audit log report 322 from system log management serverdevice 312. In one illustrative embodiment, system audit log reports ofthe remote client devices are retrieved from system log managementserver device 312 on a predetermined time interval basis. In analternative illustrative embodiment, the system audit log reports of theremote client devices are retrieved from system log management serverdevice 312 on a real time basis.

Auditing server device 310 compares access token 324, which is based onthe login session information 316 and work request information 314, withsystem audit log report 322 of remote client device 302, which includesthe privileged user's activity associated with work request information314 performed on remote client device 302. Auditing server device 310then determines whether information in access token 324 matchesinformation in system audit log report 322 of remote client device 302.For example, auditing server device 310 may determine whether the IPaddress of end user workstation 306 where the privileged user logged in,the name of the privileged user that logged in, the timestamp of remoteclient device 302 when the privileged user logged in to remote clientdevice 302 to perform the activity associated with work requestinformation 314, the timestamp of remote client device 302 when theprivileged user logged out of remote client device 302, the reason toaccess remote client device 302, and the IP address of remote clientdevice 302 contained within access token 324 matches the informationcontained within system audit log report 322 of remote client device302.

In response to determining that the information in access token 324 doesnot match the information in system audit log report 322 of remoteclient device 302, auditing server device 310 sends action alert 326.Auditing server device 310 sends action alert 326 via a messaging systemto a compliance monitoring team. The messaging system may be, forexample, an email messaging system, an instant messaging system, apaging system, or a voicemail system. In response to determining thatthe information in access token 324 matches the information in systemaudit log report 322 of remote client device 302, auditing server device310 stores demonstration of regulation compliance 328. Demonstration ofregulation compliance 328 may be, for example, an association betweenthe access token and the audit log report of the remote client devicedemonstrating regulation compliance during a regulator audit. Also itshould be noted that in alternative illustrative embodiments, thefunctionality of auditing server device 310 may be located on end userworkstation 306 instead of auditing server device 310 or in addition toauditing server device 310.

Further, illustrative embodiments may determine what privileged useractivities are monitored by utilizing one or more access policies. Anaccess policy may define, for example, which user commands are blockedand which user commands are allowed, which user activities are recordedin a system audit log and which user activities are not, and which useractivities require immediate action.

With reference now to FIG. 4, a diagram illustrating an example of awork request verification process is depicted in accordance with anillustrative embodiment. Work request verification process 400 may be,for example, implemented in audit log compliance system 300 in FIG. 3.Work request verification process 400 includes process steps 402, 404,406, 408, and 410.

At process step 402, a privileged user, such as a system administrator,at an end user workstation retrieves work request information that wasreceived by an IPC ticket system from a remote client device or a userof the remote client device. For example, end user workstation 306retrieves work request information 314 that was received by IPC ticketsystem 304 regarding remote client device 302 in FIG. 3. The workinstruction information describes a problem or incident encountered onthe remote client device that requires correction or describes a changerequired on the remote client device in accordance with a service levelagreement. At process step 404, a software agent located on the end userworkstation requests input from the privileged user using a graphicaluser interface. The dialogue is instrumented by the software agent. Therequested input may be, for example, a remote client device name inputand an end user identification input.

At process step 406, the software agent located on the end userworkstation requests a reason to access the remote client device fromthe end user using another graphical user interface. Thus, the softwareagent forces the privileged user to enter work request information anduser information in order to access the remote client device. At processstep 408, a secure shell (SSH) session is established between the enduser workstation and the remote client device after login by theprivileged user. Secure shell is a network protocol for secure datacommunication between two networked computers that it connects via asecure channel over an insecure network. Secure shell is typically usedto log into a remote machine and execute commands. However, it should benoted that illustrative embodiments are not limited to SSH clients, butthat illustrative embodiments may be applied to all user interfaces thatrequire a user identification and password to access.

At process step 410, the end user workstation generates an access token,such as access token 324 in FIG. 3, based on the work requestinformation retrieved from the IPC ticket database by the end userworkstation and the login session information received from theprivileged user by the end user workstation. The generated access tokenis used to control point in time access to the remote client device andverify compliance with federal regulations by the privileged user whenperforming one or more activities to correct a problem on the remoteclient device associated with a work request.

It should be noted that work request verification process 400 is onlyintended as an example and not intended as a limitation on illustrativeembodiments. For example, work request verification process 400 mayinclude more or few process steps than illustrated or may combineprocess steps.

With reference now to FIG. 5, a specific example of access token contentis depicted in accordance with an illustrative embodiment. Access tokencontent 500 is the information included in an access token, such asaccess token 324 in FIG. 3. Access token content 500 includes loginsession information 502 and work request information 504.

Login session information 502 may be, for example, login sessioninformation 316 in FIG. 3. Login session information 502 includes aninternet protocol (IP) address of a workstation device, such as end userworkstation 306 in FIG. 3, where the privileged user logged in; a nameof the privileged user; a timestamp of the workstation device when thelogin session information was generated; a reason to access a remoteclient device, such as remote client device 302 in FIG. 3; a firsttimestamp of the remote client device when the privileged user logged into the remote client device to perform an activity associated with awork request; a second timestamp of the remote client device when theprivileged user logged out of the remote client device; an internetprotocol address of the remote client device; and a universal identifier(UID) used to access the remote client device.

Work request information 504 may be, for example, work requestinformation 314 in FIG. 3. Work request information 504 includes aticket identification number; a type of ticket, such as an incidentticket, a problem ticket, or a change ticket; a ticket status, such asan open ticket status, an approved ticket status, a transferred ticketstatus, a closed ticket status, or a completed ticket status; anapproval timestamp; an approval status, such as an approved status, apending status, or a rejected status; a name of a privileged userassigned to the ticket identification; a ticket start timestamp; aticket end timestamp; a description of the ticket; a name of anorganization that approved the ticket identification; and a customeridentification number that is associated with the remote client device.

It should be noted that access token content 500 is only intended as anexample and not intended as a limitation on illustrative embodiments.For example, access token content 500 may include more or lessinformation than illustrated.

With reference now to FIG. 6, a specific example of action scenarios isdepicted in accordance with an illustrative embodiment. Action scenarios600 may be implemented in, for example, an auditing server device, suchas auditing server device 310 in FIG. 3. Alternatively, action scenarios600 may be implemented in an end user workstation, such as end userworkstation 306 in FIG. 3.

Action scenarios 600 include scenario description 602 and action 604.Scenario description 602 describes a specific scenario that requires theauditing server device or the end user workstation to take an associatedaction. Action 604 defines the action to be taken for an associatedscenario in scenario description 602. Action 604 may be, for example,action alert 326 in FIG. 3.

The auditing server device or the end user workstation uses actionscenarios 600 to determine which action to take when a specific scenariois encountered. For example, when the end user workstation encounters anempty access reason associated with an IPC ticket identification number,the end user workstation exits that particular login session. As anotherexample, when the auditing server device encounters a remote clientdevice in change freeze, the auditing server device sends an actionalert email to a monitoring team.

It should be noted that action scenarios 600 are only intended asexamples and are not intended as limitations on illustrativeembodiments. For example, action scenarios 600 may include more or fewerscenarios than illustrated or may combine scenarios.

With reference now to FIG. 7, a flowchart illustrating a process forcollecting information in an audit log compliance system is shown inaccordance with an illustrative embodiment. The process shown in FIG. 7may be implemented in an audit log compliance system, such as, forexample, audit log compliance system 300 in FIG. 3.

The process begins when an IPC ticket system receives information from aremote client device regarding a work request on the remote clientdevice located at an enterprise premise (step 702). For example, IPCticket system 304 receives work request information 314 regarding remoteclient device 302 in FIG. 3. The IPC ticket system stores theinformation associated with the work request on the remote client devicein a database of the IPC ticket system (step 704).

An end user workstation, such as end user workstation 306 in FIG. 3,retrieves the information associated with the work request on the remoteclient device from the database of the IPC ticket system (step 706). Theend user workstation sends login session information entered by an enduser of the end user workstation to a login session recorder device,such as login session recorder device 308 in FIG. 3 (step 708). Thelogin session information may include, for example, a user name andpassword. The login session recorder device authenticates the loginsession information entered by the end user of the end user workstationby comparing the login session information entered by the end user withstored login session information (step 710).

The login session recorder device grants access to the remote clientdevice by the end user workstation in response to the login sessionrecorder device authenticating the login session information entered bythe end user (step 712). The login session recorder device sends thelogin session information entered by the end user of the end userworkstation to an auditing server device, such as auditing server device310 in FIG. 3 (step 714). After receiving access to the remote clientdevice in step 712, the end user workstation performs an activityassociated with the work request on the remote client device (step 716).The activity performed on the remote client device is to correct theincident or problem or make the required change associated with the workrequest.

The remote client device records the activity associated with the workrequest performed by the end user workstation on the remote clientdevice in an audit log (step 718). The remote client device uses, forexample, a software agent to record the activities or tasks performed onthe remote client device by the end user workstation. The remote clientdevice sends the audit log of end user workstation activities associatedwith the work request on the remote client device to a system logmanagement server device, such as system log management server device312 in FIG. 3 (step 720). The system log management server stores theaudit log of the end user workstation activities associated with thework request on the remote client device in an audit log report of theremote client device, such as system audit log report 322 in FIG. 3(step 722). The process terminates thereafter.

With reference now to FIG. 8, a flowchart illustrating a process forgenerating an access token to audit system log reports of remote clientdevices by an auditing server device is shown in accordance with anillustrative embodiment. The process shown in FIG. 8 may be implementedin an auditing server device, such as, for example, auditing serverdevice 310 in FIG. 3.

The process begins when the auditing server device receives loginsession information entered by an end user on a workstation accessing aremote client device via a network to perform an activity associatedwith a work request on the remote client device from a login sessionrecorder device (step 802). For example, auditing server device 310receives login session information 316 entered by an end user on enduser workstation 306 accessing remote client device 302 via a network toperform an activity associated with a work request on remote clientdevice 302 from login session recorder device 308 in FIG. 3. The networkmay be, for example, network 102 in FIG. 1.

The auditing server device retrieves information associated with thework request on the remote client device from an IPC ticket systemdatabase (step 804). For example, auditing server device 310 retrieveswork request information 314 from IPC ticket system 304 regarding remoteclient device 302 in FIG. 3. The auditing server device generates anaccess token, such as access token 324 in FIG. 3, based on the loginsession information entered by the end user accessing the remote clientdevice to perform the activity associated with the work request receivedfrom the login session recorder device and the information associatedwith the work request on the remote client device retrieved from the IPCticket system database (step 806).

The auditing server device also retrieves an audit log report of theremote client device that includes the activity associated with the workrequest performed by the workstation on the remote client device from asystem log management server device (step 808). For example, auditingserver device 310 retrieves system audit log report 322 from system logmanagement server device 312 regarding remote client device 302 in FIG.3. The auditing server device compares the generated access token basedon the login session information entered by the end user accessing theremote client device to perform the activity associated with the workrequest and the information associated with the work request on theremote client device with the audit log report of the remote clientdevice that includes the activity associated with the work requestperformed by the workstation on the remote client device retrieved fromthe system log management server device (step 810).

Subsequent to comparing the generated access token with the audit logreport of the remote client device in step 810, the auditing serverdevice makes a determination as to whether information in the generatedaccess token matches information in the audit log report of the remoteclient device (step 812). If the auditing server device determines thatthe information in the generated access token matches the information inthe audit log report of the remote client device, yes output of step812, then the auditing server device stores a demonstration ofregulation compliance, such as demonstration of regulation compliance328 (step 814). A demonstration of regulation compliance may be, forexample, an association between the access token and the audit logreport of the remote client device demonstrating regulation complianceduring a regulator audit. If the auditing server device determines thatthe information in the generated access token does not match theinformation in the audit log report of the remote client device, nooutput of step 812, then the auditing server device sends an actionalert, such as action alert 326 in FIG. 3, to monitoring team personnel(step 816). The auditing server device may send the action alert via,for example, a messaging system, such as an email messaging system, aninstant messaging system, a paging system, a voicemail system, or anycombination thereof. The process terminates thereafter.

With reference now to FIG. 9A and FIG. 9B, a flowchart illustrating aprocess for controlling access to a remote client device is shown inaccordance with an illustrative embodiment. The process shown in FIGS.9A and 9B may be implemented in an end user workstation, such as, forexample, end user workstation 308 in FIG. 3 or the end user workstationof process step 402 in FIG. 4.

The process begins when the end user workstation monitors allapplication activities on the end user workstation (step 902). The enduser workstation may use, for example, a software agent to perform themonitoring step and other steps in the process. Subsequent to monitoringall application activities in step 902, the end user workstation makes adetermination as to whether an application is performing an activity ona remote client device via a network (step 904). If the end userworkstation determines that no applications are performing an activityon a remote client device via a network, no output of step 904, then theprocess returns to step 902 where the end user workstation continues tomonitor all application activities. If the end user workstationdetermines that an application is performing an activity on a remoteclient device via a network, yes output of step 904, then the end userworkstation requests information associated with the activity beingperformed on the remote client device via a dialog window (step 906).The dialog window may be, for example, the dialog window in process step404 and/or process step 406 in FIG. 4. Also, the information may berequested from an end user of the end user workstation. Alternatively,the information may be requested from the application performing theactivity on the remote client device.

The end user workstation receives the requested information associatedwith the activity being performed on the remote client device (step908). Afterward, the end user workstation retrieves work requestinformation associated with the remote client device from an IPC ticketsystem database based on the information received by the end userworkstation associated with the activity being performed on the remoteclient device (step 910). The work request information associated withthe remote client device may be, for example, work request information314 associated with remote client device 302 stored in IPC ticket system304 in FIG. 3. The end user workstation generates an access token basedon the work request information associated with the remote client deviceretrieved from the IPC ticket system database (step 912). Subsequently,the end user workstation compares information in the access token basedon the work request information associated with the remote client deviceretrieved from the IPC ticket system database with the informationreceived by the end user workstation associated with the activity beingperformed on the remote client device (step 914).

Then, the end user workstation makes a determination as to whether theinformation in the access token matches the information associated withthe activity being performed on the remote client device (step 916). Ifthe end user workstation determines that the information in the accesstoken matches the information associated with the activity beingperformed on the remote client device, yes output of step 916, then theend user workstation continues the activity being performed on theremote client device (step 918). If the end user workstation determinesthat the information in the access token does not match the informationassociated with the activity being performed on the remote clientdevice, no output of step 916, then the end user workstation selects anaction to execute from a set of action scenarios based on theinformation associated with the activity being performed on the remoteclient device (step 920). The action may be, for example, action 604based on scenario description 602 within action scenarios 600 in FIG. 6.Afterward, the end user workstation executes the action selected fromthe set of action scenarios (step 922). The process terminatesthereafter.

Thus, illustrative embodiments of the present invention provide acomputer implemented method, data processing system, and computerprogram product for controlling point in time access to a remote clientdevice and auditing system logs of the remote client device by anauditing server device to determine whether monitored user activity onthe remote client device associated with a work request was incompliance with one or more regulations. The flowchart and blockdiagrams in the Figures illustrate the architecture, functionality, andoperation of possible implementations of systems, methods and computerprogram products according to various embodiments of the presentinvention. In this regard, each block in the flowchart or block diagramsmay represent a module, segment, or portion of code, which comprises oneor more executable instructions for implementing the specified logicalfunction(s). It should also be noted that, in some alternativeimplementations, the functions noted in the block may occur out of theorder noted in the figures. For example, two blocks shown in successionmay, in fact, be executed substantially concurrently, or the blocks maysometimes be executed in the reverse order, depending upon thefunctionality involved. It will also be noted that each block of theblock diagrams and/or flowchart illustration, and combinations of blocksin the block diagrams and/or flowchart illustration, can be implementedby special purpose hardware-based systems that perform the specifiedfunctions or acts, or combinations of special purpose hardware andcomputer instructions.

The terminology used herein is for the purpose of describing particularembodiments only and is not intended to be limiting of the invention. Asused herein, the singular forms “a”, ^(an) _(and) ^(the) are intended toinclude the plural forms as well, unless the context clearly indicatesotherwise. It will be further understood that the terms “comprises”and/or “comprising,” when used in this specification, specify thepresence of stated features, integers, steps, operations, elements,and/or components, but do not preclude the presence or addition of oneor more other features, integers, steps, operations, elements,components, and/or groups thereof.

The corresponding structures, materials, acts, and equivalents of allmeans or step plus function elements in the claims below are intended toinclude any structure, material, or act for performing the function incombination with other claimed elements as specifically claimed. Thedescription of the present invention has been presented for purposes ofillustration and description, but is not intended to be exhaustive orlimited to the invention in the form disclosed. Many modifications andvariations will be apparent to those of ordinary skill in the artwithout departing from the scope and spirit of the invention. Theembodiment was chosen and described in order to best explain theprinciples of the invention and the practical application, and to enableothers of ordinary skill in the art to understand the invention forvarious embodiments with various modifications as are suited to theparticular use contemplated.

What is claimed is:
 1. A computer implemented method for auditing systemlogs of a remote client device, the computer implemented methodcomprising: receiving, by a data processing device, login sessioninformation entered at a workstation device accessing the remote clientdevice via a network to perform an activity associated with a workrequest on the remote client device; generating, by the data processingdevice, an access token based on the login session information enteredat the workstation device accessing the remote client device to performthe activity associated with the work request and information associatedwith the work request on the remote client device; comparing, by thedata processing device, the access token based on the login sessioninformation entered at the workstation device accessing the remoteclient device to perform the activity associated with the work requestand the information associated with the work request on the remoteclient device with an audit log report of the remote client device thatincludes the activity associated with the work request performed by theworkstation device on the remote client device; determining, by the dataprocessing device, whether information in the access token matchesinformation in the audit log report of the remote client device; andresponsive to determining that the information in the access token doesnot match the information in the audit log report of the remote clientdevice, sending, by the data processing device, an action alert.
 2. Thecomputer implemented method of claim 1 further comprising: responsive todetermining that the information in the access token matches theinformation in the audit log report of the remote client device,storing, by the auditing server, an association between the access tokenand the audit log report of the remote client device demonstratingregulation compliance.
 3. The computer implemented method of claim 1,wherein the login session information is received from a login sessionrecorder device that authenticates the login session information enteredat the workstation device by comparing the login session informationwith stored login session information.
 4. The computer implementedmethod of claim 1, wherein the audit log report of the remote clientdevice is retrieved from a system log management server that receivesaudit logs from a plurality of remote client devices, and wherein theaudit logs include activities associated with work requests performed bythe workstation device on the plurality of remote client devices to formaudit log reports.
 5. The computer implemented method of claim 4,wherein the audit log report of the remote client device is retrievedfrom the system log management server on a predetermined time intervalbasis.
 6. The computer implemented method of claim 4, wherein the auditlog report of the remote client device is retrieved from the system logmanagement server on a real time basis.
 7. The computer implementedmethod of claim 1, wherein the information associated with the workrequest on the remote client device is retrieved from anincident/problem/change ticket system database that receives theinformation from the remote client device.
 8. The computer implementedmethod of claim 1, wherein the login session information includes aninternet protocol address of the workstation device where an end userlogged in, a name of the end user, a timestamp of the workstation devicewhen the login session information was generated, a first timestamp ofthe remote client device when the end user logged in to the remoteclient device to perform the activity associated with the work request,a second timestamp of the remote client device when the end user loggedout of the remote client device, a reason to access the remote clientdevice, and an internet protocol address of the remote client device. 9.The computer implemented method of claim 1, wherein the informationassociated with the work request includes a ticket identification, aticket status, a name of an end user assigned to the ticketidentification, a description of the ticket, and a customeridentification associated with the remote client device.
 10. Thecomputer implemented method of claim 1, wherein the action alert is sentvia a messaging system to compliance monitoring personnel, and whereinthe messaging system is one of an email system, an instant messagingsystem, a paging system, or a voicemail system.
 11. The computerimplemented method of claim 1, wherein the remote client device is aremote server device that performs an information technology service forcustomers, and wherein the information technology service is regulatedby federal regulations.
 12. The computer implemented method of claim 11,wherein the activity on the remote client device associated with thework request is audited to determine compliance with the federalregulations corresponding to the information technology service.
 13. Adata processing system for auditing system logs of a remote clientdevice, the data processing system comprising: a bus system; a storagedevice connected to bus system, wherein the storage device stores a setof instructions; and a processing unit connected to the bus system,wherein the processing unit executes the set of instructions to receivelogin session information entered at a workstation device accessing theremote client device via a network to perform an activity associatedwith a work request on the remote client device; generate an accesstoken based on the login session information entered at the workstationdevice accessing the remote client device to perform the activityassociated with the work request and the information associated with thework request on the remote client device; compare the access token basedon the login session information entered at the workstation deviceaccessing the remote client device to perform the activity associatedwith the work request and the information associated with the workrequest on the remote client device with an audit log report of theremote client device that includes the activity associated with the workrequest performed by the workstation device on the remote client device;determine whether information in the access token matches information inthe audit log report of the remote client device; and send an actionalert in response to determining that the information in the accesstoken does not match the information in the audit log report of theremote client device.
 14. The data processing system of claim 13,wherein the processing unit executes a further set of instructions tostore an association between the access token and the audit log reportof the remote client device demonstrating regulation compliance inresponse to determining that the information in the access token matchesthe information in the audit log report of the remote client device. 15.A computer program product stored on a computer readable storage mediumhaving computer usable program code embodied thereon that is executableby a computer for auditing system logs of a remote client device, thecomputer program product comprising: computer usable program code forreceiving login session information entered at a workstation deviceaccessing the remote client device via a network to perform an activityassociated with a work request on the remote client device; computerusable program code for generating an access token based on the loginsession information entered at the workstation device accessing theremote client device to perform the activity associated with the workrequest and the information associated with the work request on theremote client device; computer usable program code for comparing theaccess token based on the login session information entered at theworkstation device accessing the remote client device to perform theactivity associated with the work request and the information associatedwith the work request on the remote client device with an audit logreport of the remote client device that includes the activity associatedwith the work request performed by the workstation device on the remoteclient device; computer usable program code for determining whetherinformation in the access token matches information in the audit logreport of the remote client device; and computer usable program code forsending an action alert in response to determining that the informationin the access token does not match the information in the audit logreport of the remote client device.
 16. The computer program product ofclaim 15 further comprising: computer usable program code for storing anassociation between the access token and the audit log report of theremote client device demonstrating regulation compliance in response todetermining that the information in the access token matches theinformation in the audit log report of the remote client device.
 17. Thecomputer program product of claim 15, wherein the login sessioninformation is received from a login session recorder device thatauthenticates the login session information entered at the workstationdevice by comparing the login session information with stored loginsession information.
 18. The computer program product of claim 15,wherein the audit log report of the remote client device is retrievedfrom a system log management server that receives audit logs from aplurality of remote client devices, and wherein the audit logs includeactivities associated with work requests performed by the workstationdevice on the plurality of remote client devices to form audit logreports.
 19. The computer program product of claim 18, wherein the auditlog report of the remote client device is retrieved from the system logmanagement server on a predetermined time interval basis.
 20. Thecomputer program product of claim 18, wherein the audit log report ofthe remote client device is retrieved from the system log managementserver on a real time basis.
 21. A computer implemented method forcontrolling access to a remote client device, the computer implementedmethod comprising: requesting, by an end user workstation, informationassociated with an activity being performed by the end user workstationon the remote client device via a network; generating, by the end userworkstation, an access token based on work request informationassociated with the remote client device retrieved from a database;determining, by the end user workstation, whether information in theaccess token based on the work request information associated with theremote client device retrieved from the database matches the informationassociated with the activity being performed by the end user workstationon the remote client device via the network; and responsive to the enduser workstation determining that the information in the access tokenbased on the work request information associated with the remote clientdevice retrieved from the database does not match the informationassociated with the activity being performed by the end user workstationon the remote client device via the network, executing, by the end userworkstation, an action selected from a set of action scenarios based onthe information associated with the activity being performed by the enduser workstation on the remote client device.
 22. The computerimplemented method of claim 21, further comprising: responsive to theend user workstation determining that the information in the accesstoken based on the work request information associated with the remoteclient device retrieved from the database matches the informationassociated with the activity being performed by the end user workstationon the remote client device via the network, continuing, by the end userworkstation, the activity being performed by the end use workstation onthe remote client device.
 23. The computer implemented method of claim21, wherein the work request information associated with the remoteclient device is retrieved from an incident/problem/change ticket systemdatabase based on the information received by the end user workstationassociated with the activity being performed by the end user workstationon the remote client device.
 24. The computer implemented method ofclaim 21, wherein the information associated with the activity beingperformed by the end user workstation on the remote client device isrequested via a dialog window generated by a software agent executing onthe end user workstation.